Hotel Call Center Attendant

Job Title: Hotel Call Center Attendant

Location: Remote

Employment Type: Part-Time / Full-Time (Evenings, Weekends, Holidays)

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Position Summary:

We are seeking a professional, reliable, and experienced Hotel Call Center Attendant to join our guest services team. This role is essential in delivering exceptional service to guests and handling hotel-related inquiries during non-business hours. The ideal candidate will be fluent in English, have a calm and friendly phone demeanor, and possess a strong background in customer service—particularly in hospitality.

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Key Responsibilities:

    •    Serve as the first point of contact for all hotel-related after-hours calls, including reservations, guest inquiries, special requests, and emergency issues

    •    Answer incoming calls promptly and professionally using approved scripting and brand voice

    •    Accurately document guest needs and communicate messages to on-site hotel teams as needed

    •    Provide general information about hotel amenities, availability, rates, and policies

    •    Handle guest complaints or concerns with empathy, ensuring timely and appropriate resolution

    •   Follow security, privacy, and data protection protocols for all guest information

    •    Maintain detailed records of calls, follow-ups, and outcomes using the hotel's CRM or ticketing system

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Qualifications:

    •    Minimum 5 years of experience in customer service, preferably in hospitality, hotel front desk, or call center environments

    •    Fluency in English (verbal and written) is required; additional languages are a plus

    •    Strong verbal communication and problem-solving skills

    •    Ability to remain calm under pressure and professionally handle difficult or escalated situations

    •    Familiarity with hotel reservation systems (e.g., OPERA, ResNexus, Cloudbeds, etc.) is strongly preferred

    •    Proficient in using phone systems, CRM software, and standard office technologies

    •    Available to work evenings, overnights, weekends, and holidays